Global Field Service Leader, Customer Support

ACM RESEARCH, INC.; Hillsboro (OR); On-site; USD 120,000 - 180,000; Full time

Job summary

ACM Research, Inc. in Hillsboro, Oregon, seeks a Field Service/Customer Support Senior Manager to lead customer-facing teams across multiple territories, ensuring exceptional service delivery and high customer satisfaction.

You will oversee support operations, drive continuous improvements, manage escalations, train staff, and maintain accurate reporting, while ensuring compliance with policies and safety standards; occasional domestic and international travel up to 50% is required.

Qualifications

• Bachelor's or Associate degree and 5+ years in customer support or service operations, or 8+ years without a degree.
• Leads cross-functional teams across territories to deliver exceptional service.
• Drives process improvements and standard operating procedures.
• Manages escalations and ensures compliance with policies and safety standards.
• Develops and delivers training programs for staff.
• Maintains accurate reporting and performance metrics.

Responsibilities

• Lead customer support operations across teams to ensure timely, high-quality service.
• Manage customer escalations and rapid resolution efforts.
• Identify and implement process improvements for efficiency.
• Ensure compliance with policies and safety and quality standards.
• Develop and deliver training programs for staff.
• Maintain records and reporting of activities and metrics.
• Plan and manage projects related to support and service delivery.
• Build strong relationships with customers and partners.
• Coach and mentor support staff for performance development.
• Coordinate resources and spare parts for service activities.

Skills

Leadership

Customer support

Service operations

Team management

Travel readiness

Education

Bachelor's or Associate degree in Business, Engineering, or related field

8+ years direct experience without a degree

Tools

Microsoft Office

Data analysis tools

Job description

ACM Research, Inc. in Hillsboro, Oregon, seeks a Field Service/Customer Support Senior Manager to lead customer-facing teams across multiple territories, ensuring exceptional service delivery and high customer satisfaction.

You will oversee support operations, drive continuous improvements, manage escalations, train staff, and maintain accurate reporting, while ensuring compliance with policies and safety standards; occasional domestic and international travel up to 50% is required.